CSAT surveys and AI deflection rate in Messello

Two reports tell you whether customers leave happy and how much your built-in AI is doing on its own: CSAT and AI deflection.

Collect CSAT after resolution

A CSAT (Customer Satisfaction) survey asks the customer to rate the conversation right after it is resolved, giving you a direct quality signal.

1. Go to Reports then CSAT at app.messello.com.
2. Enable the CSAT survey and choose which inboxes send it.
3. Optionally customize the question and follow-up message.

Once enabled, Messello automatically sends the survey when a conversation is marked resolved. Customers rate their experience, and you can add an optional comment field for context.

Reading CSAT results

• CSAT score — the percentage of positive ratings out of all responses.
• Response rate — how many resolved conversations produced a rating.
• Filter by agent, team, or channel to see where satisfaction is strongest or weakest.

Read your AI deflection rate

The AI deflection rate is the share of conversations your built-in AI resolved without handing off to a human agent. It shows how much routine load AI is removing from your team.

1. Open Reports then AI deflection.
2. Review the deflection rate and the split of AI-answered versus handed-off conversations.
3. Adjust the date range to see the trend as you refine AI answers.

What the numbers mean

A rising deflection rate means AI is handling more first-line questions, freeing agents for complex cases. If deflection is high but CSAT is falling, review the handoff rules so tricky conversations reach a person sooner.

Tips

• Watch CSAT and AI deflection together — good automation should keep satisfaction steady while lifting deflection.
• Keep the survey short; one rating plus an optional comment gets the best response rate.
• Segment deflection by inbox to find topics AI handles well and topics to improve.

Deflection counts conversations AI closed on its own. A conversation the customer reopens is no longer counted as deflected.

See the full picture in Understand your Messello reports, and connect scores to people in Measure agent and team performance.